PERAN KUALITAS PELAYANAN SEBAGAI MEDIATOR PENGARUH IMPLEMENTASI STANDAR PS4 (PENAMPILAN, SIKAP, SENYUM, SALAM, SAPA) DAN TINDAK LANJUT PENGADUAN TERHADAP KEPUASAN PELANGGAN PT PLN (PERSERO) UP3 MANADO
DOI:
https://doi.org/10.35794/1gxg9t79Abstract
Fluctuations in customer complaints at PT PLN (Persero) UP3 Manado indicate the need to strengthen employee–customer interactions and improve the effectiveness of complaint resolution. This study aims to analyze the effects of PS4 Standard Implementation—Appearance, Attitude, Smile, Greeting, and Salutation—and Complaint Follow-Up on Customer Satisfaction, both directly and indirectly through Service Quality as a mediating variable. A quantitative approach with a cross-sectional design was employed. The sample consisted of 100 PLN UP3 Manado customers who had used the service, submitted complaints, and received follow-up during the 2025–2026 period. Respondents were selected using purposive sampling. Data were collected through a Likert-scale questionnaire and analyzed using Partial Least Squares–Structural Equation Modeling with SmartPLS 4. The results show that PS4 Standard Implementation and Complaint Follow-Up have positive and significant effects on Service Quality, while Service Quality has a positive and significant effect on Customer Satisfaction. PS4 Standard Implementation has no significant direct or indirect effect on Customer Satisfaction. In contrast, Complaint Follow-Up significantly affects Customer Satisfaction both directly and through Service Quality. These findings confirm that fast, transparent, accurate, and complete complaint resolution plays a more decisive role in increasing customer satisfaction than interaction standards alone. Therefore, PLN UP3 Manado should improve response speed, provide clear progress information and completion time, ensure comprehensive solutions, and integrate the PS4 Standard with informative and solution-oriented services.
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